Guest Protection Plan

Air Transportation User Service Plan

Public
notification of this Air Transportation User Service Plan is hereby provided as
follows pursuant to Article 119-5 of the Civil Aviation Act and Notice 2016-471
of the Ministry of Land, Infrastructure and Transport.

1. Measures to take when denying boarding due to over-selling

1. Measures to take when denying boarding due to over-selling

If it is expected that passengers will be denied
boarding due to over-selling of tickets on flights departing from an airport
located in the Republic of Korea, efforts shall be made to minimize involuntary
non-boarding by finding persons willing to voluntarily postpone boarding.

Persons unable to board even after taking the
above measures shall be compensated in accordance with the Standards for
Resolving Non-Performance of Air (International Passenger) Transport
Obligations under the itemized resolution standards of the Consumer Dispute
Resolution Code.

This article does not apply if
agreement is reached or compensation paid at a higher level than that which is
provisioned under Paragraph 2.

2. Measures to take when baggage is damaged

2. Measures to take when baggage is damaged

Measures shall be taken pursuant
to Paragraph 2 (Baggage), Article 15 (Liability for Damages) of the Etihad
Airways Conditions
of Carriage.

3. Measures to take during delays on the tarmac

3. Measures to take during delays on the tarmac

International transport when
passengers have boarded the aircraft may not be delayed on the tarmac by more
than four hours. This delay time refers to the time from closing the airplane
doors for takeoff and until takeoff or after landing and until opening the
doors after landing to deplane. However, the following exceptions apply.i. If the captain
determines that passengers cannot deplane due to safety or security reasons,
such as due to the weather or instructions by a government-related organ.ii. If a
government-related organ, etc. expresses its opinion that returning to the
boarding gate or having passengers deplane from a non-boarding gate location
could cause serious confusion to airport operations.

If tarmac delays continue for more
than two hours, passengers shall be provided with appropriate food and drink.
However, this does not apply if the captain determines that such service could
threaten safety or security.

Information about the reasons for
tarmac delays and the current situation thereof shall be provided to passengers
every thirty minutes.

Human and physical resources shall be
committed to the situation in order to execute the emergency plan for tarmac
delays.

4. Information about flight ticket cancellations, refunds or changes

4. Information about flight ticket cancellations, refunds or changes

Adequate information is provided in advance about the terms and conditions for flight ticket cancellations, refunds and changes before issuing tickets through the Etihad Airways website or the Etihad Airways Contact Center. Tickets are issued and payments made only after customers have verified the related information and provided their consent before payment.

5. Making changes after tickets have been sold

5. Making changes after tickets have been sold

We notify changes to flight schedules through available
contact methods, including text messaging, email and phone (if contact information is
available). Same-day schedule changes shortly before departure are instead
notified at the airport.

For more detailed information, please refer to
Article 9 (Schedules, Delays, Cancellation of Flights) of the Conditions
of Carriage.

6. Information provision plan

6. Information provision plan

Information about code-sharing is provided
before flight
reservation and ticketing. Boarding procedures are handled by the operating carrier, with the baggage policy
being based on the policy of the
marketing carrier and shown on the flight ticket.